Corporate complaints policy - How to make a corporate complaint

You can make a corporate complaint*:

• Via MyAccount on the Council website
• In writing to: The Customer Experience Centre, Walsall Council, The Civic Centre, Walsall WS1 1TP
• By phoning our Customer Experience Centre: 01922 650 000. Lines are open:
  • Monday to Thursday: 8.45am – 5.15pm
  • Friday: 8.45am – 4.45pm

To help resolve your complaint quickly and fully:

• state that you are making a complaint
• describe your issue as clearly as possible
• explain what would help to resolve your complaint
• provide your contact details

(*Corporate complaints are different from social care and children’s services complaints. Go to details for social care and children’s services complaint processes.)

Complaint time limit

To be considered, a complaint must be made no later than 1 year after the grounds for the complaint arose (or the matter came to the attention of the complainant). 

However, the Council may consider a complaint made outside this time limit if the Council thinks it is reasonable to do so and where it remains possible to consider the complaint fairly and effectively.

Exclusions

In some cases, there may be a valid reason for the Council not to accept a complaint. If this is the case, we will explain why the matter is not suitable for the complaints process and that you have the right to take that decision to the Ombudsman.

Below are situations in which a complaint might not be considered or escalated:

• Criminal proceedings - The person complaining or their representative has already commenced legal action about the matter.
• The person complaining or their representative has previously had a complaint about the same matter considered under the council’s Complaints Policy or by the Ombudsman. If a complaint has already been dealt with by the council or the Ombudsman, there is no need for it to be considered again.
• Complaints from Council staff about employment issues.
• Where an appeals process already exists. The person complaining or their representative can appeal the council’s decision or actions though the council’s internal appeal or review process e.g. blue badge.
• The person complaining or their representative has a statutory right of appeal to a tribunal, a government minister or court about the matter and it was reasonable for them to exercise that right of appeal.
• Where a Court or Tribunal has made, is making, or is about to make, a determination on the specifics of the complaint. In these cases, it is usual to consult with the Legal Team for confirmation /clarification. 

The Council will not process a complaint that has previously been dealt with through all stages of the complaints procedure. If we do not feel we can process your complaint we will explain the reasons why. You still have the right to contact the Ombudsman regarding this decision.

Social care and children’s services complaints

How to make a complaint about children’s or adult’s social care

Email the social care complaints team directly at CustomerCareTeamSocialCare@walsall.gov.uk

How to make a complaint about non-school related education issues or SEND/EHCP concerns

Email the education complaints team directly at EducationComplaintsAndEnquiries@walsall.gov.uk

How to make a schools related complaint

Email the school directly. A copy of each school’s complaint procedure can be found on the school’s website.